MICHAEL E. PHILLIPS

Franklin, TN *****

814-***-**** ad1h32@r.postjobfree.com

www.linkedin.com/in/mikphil12345/

Experienced HR and Operations Executive

Competent Human Resources leader known for building, transforming and streamlining enterprise-level, peak performance teams while strategically developing and implementing programs, projects and initiatives that exceed aggressive productivity, quality and customer service standards. Possessing a reputation for balancing the needs of the employees while advocating and articulating the needs of the business. Seen as a hands-on and visible leader with broad-based business acumen, strategic insight, sound judgment and proven, in-depth executive experience in human resources.

CORE COMPETENCIES

Human Resources • Performance Management • Process Improvement • Project Management • Labor Relations • Quality Assurance • Strategic Planning & Execution • Succession Planning • Team Building • Training & Development • Vendor Management • Mergers & Acquisition • Analytics • BPO • Budgeting • Change Management • Client Relationship Management • Compliance Auditing • Employee Benefits • Cross-functional Collaboration • Customer Relationship Management (CRM) • Employee Retention • Executive Leadership • Forecasting • IEX TotalView Workforce Management • Leadership Development • Metric Development • Offshore, Nearshore, & Onshore Management Experience • Operations Management • P&L Management

INDUSTRY SECTOR EXPERIENCE & INTERESTS

Technical Services • Managed Services • Transportation • Insurance • Software/SaaS • Retail

• Telecommunications • Travel & Hospitality • Healthcare & Wellness • Ecommerce

Environment: Domestic • International • In-house • Outsourced • Home-based/Virtual

Contact Types: Telephonic • Web-based (Live Chat, SMS, Email, Social Media & Skype)

GEO’s: US • Philippines • Mexico • Canada • Panama • Trinidad/Tobago • Guatemala

Product Support: Sales • Technical Support • Help Desk • Product Information • Fulfillment • Warranty

PROFESSIONAL EXPERIENCE

American President Lines (APL) LLC, Nashville, TN July 2021 – Aug 2023

APL is an American container shipping company that is a subsidiary of shipping company CMA CGM.

Human Resources Director (July 2021 to August 2023)

Led HR for 6 U.S. locations, including Recruiting, Organizational Development, and Labor Relations for 3 different unions.

●Provide HRIS integration strategic plan, communication strategy and oversee execution.

●Responsible for developing and submitting detailed labor budgets to senior management that reflects the respective union contractual increases, or benefit plans adjustments, that will impact the total Labor cost of the respective unions.

●Office relocation for the Nashville team of 195 employees.

●Creating processes for COVID-19 protocol, policies and accommodations.

iQOR, Nashville, TN Mar 2018 – July 2021

iQor is a managed services provider of customer engagement and technology-enabled BPO solutions.

Vice President, Human Resources of Americas (Jan 2020 – July 2021)

Leads HR for the U.S. and nearshore locations, including recruiting and HR generalist organization, as well as overall talent acquisition strategy and performance for executive level hiring.

●Provides leadership and mentoring to a global team of cross-divisional Recruitment Directors and Managers to ensure alignment and execution of hiring needs to fulfill business objectives.

●Oversaw employee relations procedures in both union and non-union environments. Implemented a new case management system for all employee relations issues and whistleblower complaints.

●Maintains collaborative alignment and a results-driven atmosphere between Training, Benefits, Compensation, Legal and HRIS technology teams in partnership with Operations.

Vice President, Operations (Mar 2018 – Jan 2020)

Headed operations for eight onshore and offshore customer service centers, managing the performance of a 2000+-teammate program.

●Managed six Directors representing Operations, Analytics, Training and Quality, Recruitment and Human Resource support.

●Delivered innovation while driving a balance between cost and service excellence.

ASURION, Nashville, TN Sep 2009 – Mar 2018

Asurion is a privately-held, independent third-party administrator of extended service plans, buyer protection services, mobile device insurance and product support programs.

Sr. Director, Care Operations

Managed five call centers with over 1500 teammates and multiple customer service channels while leading innovation teams creating new channels of engagement. Provided additional oversight of Training and Development, Quality and Customer Experience Analytics.

●Partnered with the client on all aspects of contract negotiations for the MSA and SOW.

APAC CUSTOMER SERVICES, INC., Green Bay, WI Jan 2005 – Apr 2009

APAC Customer Services, Inc. is a BPO provider of integrated customer relationship management.

General Manager

Led P&L accountability of $30 million in revenue, directing, organizing and growing an 850-person center with multiple clients in Health Care, Telecommunications, Travel and Financial Services.

ASURION, Sterling, VA Mar 2003 – Jan 2005

Asurion is a privately-held, independent third-party administrator of extended service plans, buyer protection services, mobile device insurance and product support programs.

Sr Human Resource Partner

Led all HR functions including strategic planning, employee relations, compensation and benefits strategic leadership development, recruitment, training, facilities, and technical support. Grew operational staff from

500 to 800 in one location while supporting the start-up of two new US call centers with a combined headcount of 1200. Reduced an annualized attrition rate by over 20% throughout two years.

PRINCIPAL FINANCIAL GROUP, Des Moines, IA 2001 – 2003

A global financial investment management and insurance company with over $1.1 billion in annual operating income and 14,600 employees.

Human Resource Director

Provided oversight of HR Employment including all sourcing and staffing activities. Developed and managed a $2.3 million budget. Served clients from multiple business units.

AT&T 1998 – 2001

The world’s largest telecommunications company.

Senior HR Manager

Provided a wide array of human resource consulting services to the assigned Executive General Manager in a four-state area within Ameritech’s largest business unit, Network Services. Worked with both union and non-union employees including IBEW and CWA unions.

●Grievance resolution experience in both union and nonunion situations.

MILITARY EXPERIENCE

UNITED STATES MARINE CORPS, Washington, DC Honorable Discharge

EDUCATION

DEPAUL UNIVERSITY, Chicago, IL

BA Business Administration, 1997 GPA 3.8

CERTIFICATIONS

SPHR Senior Professional of Human Resources Certification

Situational Leadership Instructor Certification

Achieve Global Certified Trainer

PROFESSIONAL AFFILIATIONS - SHRM Society of Human Resource Management Membe

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